Under the administrative direction of the Operations Support Manager (IT Manager I) of the Information Technology Services Division (ITSD), the IT Supervisor II serves as the IT Service Desk and Field Support Supervisor planning, supporting, and organizing unit activities in support of business needs and requirements for all California State Lottery (Lottery) staff to ensure end users are receiving the highest level of customer service at all times. This includes the responsibility of managing all processes and procedures related to the identification, prioritization, and resolution of end-user incidents and requests, including but not limited to, the troubleshooting and resolution of issues, the coordination of service desk functions, software and hardware troubleshooting, and low-to-mid level infrastructure problems. The duties for this position are focused in Business Technology Management, Information Security Engineering, Client Services, and System Engineering domains.

• Experience with Information Technology Service Management (ITSM) tools/platforms (e.g. ServiceNow).
• Ability to lead, supervise, coordinate, train, motivate and discipline staff.
• Ability to develop quality documentation that clearly articulates solutions.
• Knowledge of ITIL (Information Technology Infrastructure Library).
• IT Service Desk/Customer Service experience.
• Ability to lead and train staff on various information technology systems, projects, hardware and software.
• Experience working in remote locations/performing offsite work.
• Ability to research and find answers to complex technical issues.
• Demostrate strong organizational and time management skills.
• Ability to manage multiple workloads and coordinate assignments under high pressure situations.